Granular, real-time call center reporting

SentiSum's AI-powered support ticket tags apply granular 'reasons for contact' in real-time. We make insights from every ticket easy to access, so you can report on tags in minutes and drive company wide improvements.

Customer support ticket analytics and insights using AI automation
SentisumSentisum

"It's exciting to be able to easily show other departments what's causing huge increases in ticket volume or negative feedback."

Director of Customer Service, +$50m revenue fast-growth company

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An image showing AI ticket tagging and automated support ticket tagging

Understand every conversation, in real-time

Our customer's want new insights.—things they don't already know. Which is why we build you an AI engine that's unique to your data.

It's trained and maintained to understand your support tickets and surveys at a granular level. And it continually surfaces new and rising topics so you never miss a thing.

We're also the only company to cover every contact & feedback channel out there, voice included. It's multi-lingual, too.

Built to save reporting time

Automated call center reporting | Report contact reasons

Simplified call center reporting

With SentiSum's simple-to-use UI, you won't need technical know-how to understand the topic and sentiment of every support ticket.

You, or anyone in your team, can simply switch between contact channels, filter by topic or subtopic, and have instant access to the issues facing your customers across every contact channel.

Search every conversation channel

Like Google for customer support, you'll be able to answer questions from other teams by simply searching for an answer.

It's truly multichannel. We've even cracked voice—so you can search historical phone calls for insight.

Say goodbye to manually analytics and reporting.

Search every conversation channel
Push 'reasons for contact' to your inbox

Push 'reasons for contact' to your inbox

Our daily digest email ensures you stay up-to-date with performance, top ticket drivers and the largest rises and falls in topics.

Subscribe anyone to bring company-wide access to support data. You'll see a refocus on customer experience that helps you to reduce ticket volumes.

Why is call center reporting important?

Customer support is frequently described as a 'black box'. There's endless amounts of data hidden away in those customer conversation but it's largely inaccessible. Uncovering that data is critical. And sharing it companywide creates a competitive advantage. When support conversation insights are accessible, you can start tackling bad CX, customer complaints, customer disatisfaction and drivers of churn in a heartbeat.

Why replace your existing tagging system?

Most tagging systems take a lot of manual work or the insights can't be trusted to back up business decisions. Usually tags are inaccurate, inconsistent or generic, so customer support is like a black box.

Before SentiSum

  • Tags are broad and require manual digging
  • Tags become outdated so insight is missed
  • Tags are based on 'keywords' = inaccurate
  • Tags are applied inconsistently by agents
  • Reporting is still time-consuming

After SentiSum

  • Tags are granular and get to the heart of the issue
  • Tag taxonomies are continuously up-to-date
  • Tagging is machine-learning based = accurate
  • Tags are applied consistently to 100% of your tickets
  • Reporting is made simple with automation
  • Tags can be trusted to guide triggers, automations and company-wide improvements

All your channels under one roof

SentiSum is a single source of truth. In one simple-to-use dashboard, you'll understand the topic and sentiment of every customer conversation, survey and review.

“We can now proactively identify negative feedback, respond to it, and fix issues.”

Jack Ames

Contact Centre Manager

See it in action